The global call center quality assurance (QA) software market is projected to nearly double in size, growing from $2.25 billion in 2025 to $4.09 billion by 2032, according to recent market analysis. This growth is driven by a shift towards automated quality monitoring and the increasing use of artificial intelligence (AI) to evaluate customer interactions.
Call center QA software is designed to assess and improve the processes used by customer support teams across phone, chat and email communications. It allows managers to monitor conversations and evaluate agent performance, traditionally through manual review, but increasingly through automated systems. The software utilizes QA scorecards – performance evaluations based on AI-driven analysis – to track agent effectiveness.
The evolution of these tools is moving beyond simple measurement, focusing instead on understanding customer intent and sentiment across all channels and providing actionable insights to improve team performance. According to a report from AmplifAI, the leading call center QA software in 2026 will go beyond basic scoring, delivering insights and “next best actions” to teams.
Key features of modern call center quality management tools include call recording for later review and training purposes, QA scorecards evaluating communication skills and product knowledge, and live call monitoring enabling supervisors to provide real-time guidance. Performance dashboards track metrics like customer satisfaction, average handling time, and compliance rates. Increasingly, companies are implementing automated quality checks powered by AI to flag issues and reduce reliance on manual review.
Several companies are competing in this rapidly expanding market. Talkdesk offers a cloud-based platform with built-in call monitoring, AI automation, and performance review capabilities, integrating with popular CRM systems like Salesforce and Zendesk. LevelAI focuses on AI-powered QA, automatically scoring interactions and providing coaching recommendations. Dialpad combines communication and QA features, offering real-time transcription and AI-based call summaries. Aircall provides cloud telephony with integrated QA tools, including call tagging and analytics. Convin offers conversational intelligence and QA, analyzing both chat and calls with AI. MaestroQA provides customizable scorecards, automated workflows, and root cause analysis.
Sprinklr Service offers AI-powered call center quality monitoring software, identifying gaps in contact center processes and performance to improve service. The company reports that its clients can support customers 40% more efficiently and boost CSAT scores by 200% through the use of its AI-driven tools. Sprinklr’s platform analyzes conversations to understand where and how to improve quality, compliance, and performance.
Scorebuddy focuses on boosting employee retention and engagement through personalized agent dashboards, immediate feedback, and tailored coaching plans. The company emphasizes automating QA for 100% coverage and reducing costs through AI-powered auto-scoring and automated workflows.
Calabrio ONE offers a suite of workforce optimization, agent engagement, quality assurance, and AI-fueled business intelligence solutions.
When selecting call center quality management software, businesses should first define their specific requirements – whether they need basic call review or advanced AI scoring. Functionality of QA scorecards, the availability of automated monitoring, seamless integration with existing CRM and tools, and ease of use for both managers and agents are all important considerations. Comparing pricing and seeking demos are also recommended steps.
